Mid-Market Customer Success Manager

Job description

**ABOUT WAY** Way is building the AI, data, and infrastructure layer for the experience economy. As artificial intelligence automates labor and people reclaim time, the shift toward spending on experiences over things only accelerates. Way sits at the center of that shift as the platform, intelligence layer, and curated marketplace on which experiences are created, distributed, and sold. Founded in 2020 and headquartered in Austin with offices in Paris and San Francisco, Way built the category of experiences in hospitality from the ground up, during a pandemic that had shut the industry down. Leading global travel, retail, lifestyle, and hospitality brands leverage Way, including Hyatt, Hilton, Alaska Airlines, Aspen, Piaget, and countless others. Way’s position is layered by design: a proprietary data network built on millions of experiential data points, the system of record for experiential operations, an e-commerce layer embedded directly into partners’ customer journeys, and a marketplace through Partner Exchange, where brands across hospitality, travel, lifestyle, and retail co-create and co-sell experiences with one another. Every brand that joins makes the network more valuable to every brand already on it. That combination of data, workflow, distribution, and network effects is not something that can be vibe-coded into existence. It compounds. It is what positions Way as the durable infrastructure for the experience economy regardless of how the technology landscape evolves. Way is backed with $22m in capital from Tiger Global and strategic family offices and angel investors. The company has mid-8 figures of ARR from a global enterprise customer set, with outstanding growth and efficiency metrics. **The Role** Way is looking for an experienced Customer Success Manager who thrives in the complexity of scaling a startup. This role requires someone who is organized, analytical, an effective communicator, and strong at relationship building. If you are a self-starter looking to grow professionally, this role is a great fit for you. ### Key Responsibilities - **Drive Retention & Renewals**: Own quarterly revenue targets by maintaining accurate forecasts, identifying and addressing at-risk accounts early, and effectively securing renewals. - **Maximize Product Adoption**: Develop and execute strategic success plans at corporate and property levels, ensuring hotel brands fully leverage Way's product to meet their business objectives. - **Manage Customer Sentiment**: Build and maintain customer relationships through proactive engagement, timely support, and broader relationship building. - **Analyze & Act on Data**: Monitor account health weekly through usage patterns, revenue performance, and engagement metrics. - **Lead Executive Business Reviews**: Prepare and deliver data-driven QBRs that demonstrate measurable value, identify growth opportunities, and align on strategic priorities with both customer and internal executive teams. - **Collaborate Cross-Functionally**: Coordinate internal resources across sales, product, marketing, and support teams to solve customer challenges, sharing insights that improve the overall customer experience and inform company strategy. - **Maintain Strategic Account Plans**: Document organizational maps, stakeholder relationships, success metrics, and growth strategies for each account—keeping CRM and shared documentation current and accessible. - **Navigate Complex Organizations**: Understand decision-making structures within hotel brands, ownership groups, and management companies to identify key influencers and drive adoption at all levels. ### What We Are Looking For - **Growth Mindset****:** You're energized by ambiguity, comfortable with change, and see fast-paced environments as opportunities rather than obstacles. You are looking to grow your abilities, intelligence, and skills through effort, learning, and persistence. - **Proactive Ownership**: You don't wait for problems to escalate or for customers to ask for help. You anticipate needs, surface risks early, and take initiative to drive outcomes. - **High Attention to Detail****:** You catch what others miss—whether it's an inconsistency in customer data, a subtle shift in usage patterns, or a contract detail that matters for renewals. You take pride in accuracy, from the metrics in your QBRs to the forecasts you submit, knowing that small errors undermine credibility and trust. - **Meticulous Organization**: You manage multiple accounts without dropping balls. Your documentation is current, your forecasts are accurate, and your teammates can find what they need without hunting you down. - **Exceptional Communication Skills**: You adapt your message for different audiences and communicate with equal effectiveness in writing, presentations, and conversation. You're persuasive without being pushy, clear without being simplistic, and professional while remaining personable. - **Business Acumen**: You understand how hotels make money, what drives their decisions, and how to position solutions that align with their objectives. You think commercially and can connect product features to customer outcomes and revenue impact. ### Why Join Way? Way is a company for people who want to do the best work of their careers at a technology company and in an industry that will continue to flourish as humanity embraces AI. The standard for building an exceptional software company has changed, and Way is being built to meet it, with urgency, ownership, and a pace of execution well above the industry norm. The market direction is not in question. As AI absorbs more and more work, humans have more time and more money to spend on experiences, and the brands they spend it with need infrastructure they cannot build themselves. - **Compensation:** competitive salary calibrated to experience, and meaningful equity in a sustainably growing company with real value creation already realized. - **Coverage:** full health, dental, and vision. - **The work:** direct access to the world’s most recognized consumer brands and the mandate to move quickly on their behalf. - **The tools:** the best available, and the expectation that you use them to raise your own ceiling. - **Experience firsthand:** an annual hotel and travel stipend at the properties and partners in Way’s global ecosystem. - **Where you’ll be:** in a beautiful office in Austin, San Francisco, or Paris.